USE CHATBOT ON LINE OFFICIAL ACCOUNT FOR HELP REPLYING THE QUESTIONS TO STUDENTS, UNIVERSITY OF PHAYAO

Abstract

This research aimed to explore the use of a chatbot system via LINE Official Account as a tool for answering inquiries from undergraduate students at the University of Phayao, particularly those seeking information about student dormitory reservations (UP Dorm). The study involved the design and development of a chatbot capable of providing general information about dormitory services, including reservation procedures, move-in schedules, required documents, and frequently asked questions. Data were collected from actual user interactions to analyze the system's effectiveness. The findings revealed that the developed chatbot system effectively met students’ needs in terms of speed, accuracy of information, and user experience. Most students reported a high level of satisfaction and expressed a willingness to continue using the system. Furthermore, the chatbot system developed in this study could serve as a prototype for implementing automated response systems in educational institutions or government agencies that manage structured information and seek to provide efficient services to a large number of users.